The British telecom incompetence contest continues…

As an addendum to my recent blog about Pipex/TalkTalk, BT and Virgin Media apparently competing to be the most incompetent telecoms company in the UK, Virgin Media seem to be inching ahead.

I was babysitting – well, triple child sitting – at a friend’s brother’s home on Saturday night. The house has WiFi but, perhaps foolishly, I did not check whose.

When we got there, it turned out to be Virgin Media and, of course, there was no WiFi signal.

“When I had Virgin Media in my home,” I said forlornly, “the Wifi only worked for about 40% of the time.”

“Ah,” my friend’s brother said nonchalantly, “I think we had less than that this last week.”

At least Virgin Media are consistent.

They provide consistently bad service.

But, then, in Woodford Green – well within London – my O2 mobile phone and dongle’s reception are, at best variable. So O2 are still trying hard.

And I expect Pipex/TalkTalk to fight back with more cold calling in the coming week.

So the competition is still wide open.

Are Pipex/TalkTalk, BT and Virgin Media in a contest to be the most incompetent UK telecoms company?

Right… Standby for a pointless complaint about an insanely incompetent British company. Indeed, companies. No enlightening information. No message for Mankind.  Just a rant… You have been warned… What’s the point of having a blog if you can’t have a rant?

Is there actually no competent telecoms company anywhere in Britain?

Really.

A serious question.

BT treats its customers with much the same care and respect as the Libyan and Syrian governments treat its people.

But Pipex/TalkTalk appears to be in some sort of heavy-handed contest with BT and Virgin Media to win a prize as the most PR-stupid and professionally incompetent telecoms company in the UK. They seem to manage to be devious, deaf and incompetent simultaneously. At least Virgin Media is not devious, it’s just plain incompetent.

Virgin Media claims to have the fastest broadband in Britain but, in my first-hand experience, its broadband does not work for 60% of the time and constantly drops. Someone else I know reckoned, for her, Virgin Media’s broadband was perhaps 10% the speed of her former BT line for 90% of the time. Perhaps it has the fastest broadband in Britain over a measured two second spurt. Try to get any customer service, of course, and you might as well be trying to play football underwater.

As for Pipex/TalkTalk…

In the last five weeks, I have had five cold calls from them using an 0161 (Manchester) telephone number but actually phoning from abroad to avoid the restrictions on cold calling within the UK. When I asked the man with the Indian accent where he was phoning from, he said South Africa.

At least Pipex/TalkTalk’s people are comprehensible, if unwelcome. BT, in my limited experience, have ‘help centres’ in ‘proper’ India staffed by unfortunate people with accents more incomprehensible than drunken Glaswegians wearing gas masks. That’s not racism, it’s a rant against BT’s stupidity in having foreign help centres. They might as well have their help centres staffed by deaf mutes in Guatemala for all the good they do. When will BT realise that saving money on help centres costs them more in lost customers and disastrous damage to their already low image?

I used to be with Pipex. I left because they were generally incompetent, they couldn’t actually supply me with VAT bills and two separate Pipex people told me I had to make phone calls to them not use the internet because the Pipex online service was “insecure”. Not reassuring in a telecoms company. What I didn’t know then but do know now is that apparently Pipex routinely cut off customers who left them before the changeover date for a new supplier so that customers were left without a line.

Now they are trying to tell me they are part of Pipex/TalkTalk and are a brand sparkling new company and offer sparkling service.

I think Colonel Gaddafi’s spokesman has been saying much the same thing about the Libyan regime every few weeks over the last few months. I can’t say I’m convinced.

I work on the principle of three strikes and you’re out.

If I get cold calls, I ask to be removed from the list of the company. After trying this twice – or, if they’re lucky, three times – the phrase “Fuck off, you cunt,” tends to get used in the hope they put me on a list of people who perhaps don’t altogether want to be cold called and might just hurl random verbal abuse at anyone who calls me.

If I forced my way into the home of the chairman of Pipex/TalkTalk five times in five weeks, I somehow think the sentence “Fuck off, you cunt,” might be very justifiably used by him to me. If someone forces their way into my home, uninvited, via my telephone line, I feel much the same applies. If you come into my home uninvited, you can’t complain I am being unreasonably impolite if I tell you to fuck off out of it again.

I find “Fuck off, you cunt,” is often an effective deterrent to unwanted calls and far less hassle than complaining to any alleged regulatory body. With luck, the company has some list of abusive potential customers. Pipex/TalkTalk seem not to understand the words – simple enough to understand, I would have thought.

Like I say, five calls in five weeks.

Clearly they think it is good PR to circumvent the UK restrictions on cold calling by phoning from foreign soil. And clearly they think it is good PR to keep calling an ex-customer who is not a current subscriber and who had zero interest in re-joining them even before these annoying phone calls.

They’re not alone, of course.

I had much the same trouble with BT. I eventually left them when they would not stop making marketing calls to me despite the fact I was on the Telephone Preference Service list to receive no calls.

“We can’t stop marketing calls,” I was told by two separate BT Helpline people. “It’s another department… No, I don’t know which department. It must be one of our marketing departments.”

A friend of mine tells me the tale of BT harassing her dying mother with marketing calls which could not be stopped. It added to the distress of her mother in the months before she died. This same friend has had  a worse time than me – she herself had hassle from BT marketing calls for months and now has had computer-generated calls from Barclaycard for six months (using an array of different originating numbers and still continuing) because their computer got her confused with someone else. The calls say – “Please call this number”.

Can she get the calls stopped by calling the number(s) given? No she can’t. Can she get the calls stopped by writing to Barclaycard? No she can’t.

I am currently with the very efficient Sky TV, though their lines are supplied by the appalling BT and occasionally drop in two of my rooms. But, unlike the utterly unspeakable Virgin Media lines, at least they work almost all the time.

Sky seem to be the only British telecoms company that has anything like a customer-friendly policy – or a broadband service that works – or any corporate ideology that values PR.

So Rupert Murdoch is OK with me.

But perhaps I am tempting fate…

(There was a later mention about this in my blog on 22nd May)

Bad language in Scotland?

Last night I went to a very interesting talk at the British Library by author and publisher James Robertson about The Guid Scots Tongue.

It was a bit like Scots comic Stanley Baxter’s legendary series of Parliamo Glasgow sketches in his 1960s and 1970s TV shows. But with genuine academic credibility.

James Robertson seemed to confirm that Old English developed into Middle English south of the border and into the “Scottish” language north of the border and that, ever since then, people have bemoaned the ‘fact’ that Scots is dying.

I remember Melvyn Bragg saying in his ITV series The Adventure of English that, before Henry VIII, English was a dying language only used by the underclasses. The upper ruling elite spoke Latin and Norman French. But, when Henry decided to split from the Roman Catholic Church so he could knob the wife of his choice, he created the Church of England and commissioned ’The Great Bible’ – the first authorised translation of the Bible into English not Latin. This was distributed to every church in the country and rescued English from its decline and possible extinction.

Last night, James Robertson pointed out that, when King James VI of Scotland took over the English throne in 1603, became King James I of England and brought the Scottish court to London, one of the things he did was to commission the 1611 translation of the Bible into English – the Authorised King James Version of the Bible – which was distributed to every church in England, Scotland and Wales. Ironically, it was never translated into Scottish and this strengthened the hold of the English language in Scotland.

My mother’s grandmother could not speak English until she came down out of the hills. She was born and brought up in the Highlands of Scotland and spoke Gaelic – pronounced Gaah-lick not Gay-lick. She only learned English when she came to the village of Dunning in Perthshire. Or, some might say, she only learned “Scottish” when she moved to Dunning.

Historically in Scotland, after a certain point, Gaelic was the language of the Highlands and so-called “Scottish” was the language of the Lowlands.

I have never believed there was such a language as “Scottish”. To me, it’s clearly a dialect of English (as opposed to Gaelic which IS a different language). Wikipedian debate will no doubt run for decades about it.

If you disagree, haud yer wheesht, dinnae fash yersell aboot it and try no to be too scunnered.

Most languages, dialects and accents are a dog’s dinner of sources. Fash apparently comes from the Old French fascher and ultimately the Latin fastidium. Scunnered apparently has its origins in Middle English. Nothing is pure, not even Baby Spice. Only the French try (unsuccessfully) to keep their language pure.

I was born in Campbeltown near the Mull of Kintyre on the west coast of Scotland. My home town pipe band played on possibly the dreariest song any Beatle ever wrote. When I was three, we moved to Aberdeen in north east Scotland. My parents had friends along the coast in Banffshire where the locals speak to each other in an almost totally incomprehensible dialect which theoretical academics now apparently call Buchan. I call it bloody incomprehensible.

A few years ago at the Edinburgh Fringe, I think I saw a comedy show entitled 100 Shit Things About Scotland though I can’t seem to find any reference to it. Maybe I just imagined the whole thing. But one of the 100 shit things about Scotland I thought I heard was the fact “There are some accents even WE don’t understand”.

Bloody right. Buchan fer yin.

When I was eight, we moved to Ilford in England – it is theoretically in Essex but actually on the outer edge of East London. Over the years, I’ve lost my accent; I never chose to.

So what I’m trying to tell you is I’m interested in language. Perhaps you guessed that.

On the version of the recent Census form distributed in Scotland there is, for the first time, a question about whether you can read/speak/understand not just Gaelic but also the so-called “Scots” language – though how many supposed Scots language variations there might be I cannot even begin to imagine. The words people use in Dundee, Glasgow and Thurso are very different.

There are some great common words. Dreich is almost un-translatable into English in less than an entire paragraph. Crabbit is just a great and appropriate sound. As is Peelie-wallie and many others. But there are amazingly diverse words all over the UK – Perth, Glasgow, Edinburgh and Aberdeen have wild variations in words, let alone Tyneside, North Norfolk, the Black Country and Devon. They are not separate languages, though.

English is a wonderful language because it has so many variants and has hoovered up so much from other languages – cascade, table and situation are all unchanged in spelling from the original French but pronounced differently. The arrival of radio, movies and then television may have homogenised the English language and be slowly eliminating a lot of dialect and accent variations but, with English now the de facto world language, there are going to be hundreds of variant languages growing up in coming years to rival past pidgin English.

Indeed, this seems to have already happened with BT call centres in India. I don’t know what they are speaking, but it’s no form of English I recognise.

Perhaps I am just mare than a wee bit glakit.

Several times in bookshops, I have picked up Irving Welsh’s novel Trainspotting and looked at the first page then put it back on the shelf. It looks too difficult to read, though lots of English people have, so it must just be wee me. I remember at school in Ilford, for some extraordinary reason, we had to read Sir Walter Scott’s novel The Antiquary and I found it incomprehensible in places; heaven knows what my English classmates made of it. They never said. Must be just me.

When I edited Scots comedienne Janey Godley’s autobiography Handstands in the Dark – which reads a bit like a cross between Edgar Allan Poe and the movie Gladiator – the two of us had to decide how to write quoted dialogue which could be printed on the page, as she was brought up in East Glasgow where dialect, slang and strong accents prevail. Should we write it with all the dialect words intact or spell words phonetically? Both of those would mean it might be difficult for readers in London, let alone New York or Sydney, to understand.

Eventually, we decided to slightly Anglicise the dialogue but to include Scots words which would be easily understandable to non Scots… and to print some words phonetically so there would be a feeling of accent – for example, we printed the “police” as the “polis” throughout, because that is how it is pronounced in Glasgow and it is a distinct yet not too confusing word. It felt like you were reading genuine Scots dialogue, even though it was slightly Anglicised. I was wary of using the Glasgow word close, which means an indoor stairwell, because, in Edinburgh, it means an outdoor alleyway.

It’s a sare fecht.

Look, I could go on for hours about this. Think yourself lucky it stops here.

Richard Branson aboard the Titanic

Richard Branson presumably sees Virgin Media as a future titanic player in the UK telecoms and general electronic media industry. And, in a way, he has already succeeded brilliantly. It is a colossal wreck of Titanic proportions – a notable disaster area.

Trying to rid myself of my catastrophic Virgin Media broadband non-service, today I phoned Sky TV, who have always been efficient in my limited experience.

They can provide me with an equal telephone and broadband service cheaper, but they tell me there is only a 10% chance of me transferring my current phone number from Virgin Media to Sky. If I were transferring from BT to Sky, there would be a 100% certainty. With Virgin Media? A 10% possibility. Virgin may refuse to release my own number to me. No wonder the government is thinking of revamping Ofcom.

Data protection, a mad inventor, Mr Methane and the Commonwealth Games

After spending the period July 29th to September 30th trying and failing to move my landline and broadband to O2, I gave up. Instead, I signed with Virgin Media’s cable system.

The day before the switch-over, I got a call from Virgin Media saying they wanted to talk to me about the installation but, first, under the terms of the Data Protection Act, they had to ask me for my security details, including my address and the password on my account. I refused. They said, if I did not answer the security questions, my installation would be cancelled. I told the woman I had no way of knowing for certain who she was but that I would tell her my security details if she told me her bank PIN number and home telephone number and I would then check them. She refused, which I thought was a tad unreasonable. I refused to give her my security details. She said, as a consequence, they would cancel my installation. So I phoned back a Virgin Media number where they confirmed it was, indeed, Virgin Media who had called but that they would still install the phone and broadband service. Their previous phone call had been because they had wanted to check if there were any parking restrictions outside my house which might affect the installer’s van.

I complained by e-mail to Virgin Media that they were asking me to give my security details to any caller who claimed they were from Virgin Media. Two days later, I got a call from the Virgin Media Complaints Dept to discuss my complaint but first, the guy told me, I would have to answer security questions including my password. I refused. He seemed surprised.

He then sent me an e-mail saying that, under English law, Virgin Media had to ask for my security details before discussing subjects with me. Virgin Media tell me the Data Protection Act forces them to ask me to give out my security details if they cold call me and want to ask me if I have parking restrictions outside my house. And the Data Protection Act forces them to ask me to give out my security details if they cold call me and… erm… want to inform me that they have to ask me to give out my security details if they cold call me.

Have Telecom companies in the UK been secretly involved in organising the Commonwealth Games? It somehow seems likely.

Virgin Media should think themselves lucky. When I was having trouble with BT and O2 I had pre-emptively arranged for eccentric inventor John Ward to come down to London one afternoon and be photographed with his Bullshit detector (labelled B******T Detector) outside the BT headquarters building. The next day Mr Methane, the world’s only professional farteur, had agreed to come to London in costume and fart at the BT building to see if it made any difference to the hot air emanating from the building. The third day would have involved a farmer whom I know slightly with a large muck-spraying machine.

My current Virgin Media service is erratic. John Ward, Mr Methane and the agricultural muck-spreader remain on standby.

Of credit fraud, Rocket Science and an elf

(This blog originally appeared in What’s On Stage)

It’s as inevitable as rain at Wimbledon or mud at Glastonbury – things going wrong immediately before the Fringe, just to add to the last-minute pressure and increase my chocolate-eating.

On 16th August, my home phone is moving from BT to O2 and my broadband is moving from Pipex to O2. All arranged – letters from O2, BT and Pipex confirming everything… then, today, a letter and text from O2 saying they’ve cancelled it all. Eventually (after 50 minutes with O2, BT and the mysterious Equifax company), it turns out I’ve suddenly developed a bad credit rating (despite being Mr Squeaky Clean) and O2 have turned me down as untouchable despite the fact I already have my mobile phone with them.

The very dodgy-feeling Equifax credit agency won’t tell me why they’ve given me a bad credit rating without me telling them endless security details about myself over two days – details which they don’t appear to have.

I have a funny feeling this may go back to a bizarre letter I got about a year ago from Littlewoods saying they were going to stop my account because of credit problems. This surprised me as I had never had any account with Littlewoods and it seemed to involve someone ordering goods via my address in North West London for delivery very close to the home of a dodgy South London semi-gangster who appeared in Killer Bitch, the soon-to-be-a-cult-classic movie which I financed.

Dealing with the Chaps has its downsides as well as its upside.

The upside is ease of problem-solving. I once told one of the Chaps about a person who was giving me hassle and he said: “Back of a pillion. Pop-pop-pop. End of your problems.” I declined, though with profuse thanks for the offer.

The downside is you may get your identity stolen and/or end up in a packing crate on a dockside in Albania.

Time will tell with the very unhelpful Equifax – well, the next two days – including tonight when I’m videoing Helen Keen’s late night Camden preview of her Fringe show It Is Rocket Science! V2 and tomorrow when I’m leaving London at 0600 to drive up to Edinburgh with elfin comedian Laura Lexx (she once worked as an elf in Finland) and Helen Keen’s set and props.

Helen Keen’s preview of It Is Rocket Science! V2 last night got a very fast and very good review at lunchtime today, around twelve hours after it finished. An admirable example of the power of modern technology, which is also evident in the release today of a Janey Godley Nokia app for mobile phones.

This clever little app keeps the user updated on the move with what’s going on in the sometimes very very very odd world of “the Godmother of Scottish Comedy”… “Scotland’s funniest woman”… “the most outspoken female stand-up in Britain”.  You can check her 500,000-hits-per-week blog (I have seen the figures and think that’s usually an underestimate), watch videos she’s uploaded to YouTube and download the regular podcasts she’s currently making with her daughter Ashley Storrie.

All this techno stuff is enough to make the late ‘godfather of alternative comedy’ Malcolm Hardee turn in his urn. He found even simple e-mails a bit daunting although (unlike me – but who knows what the future holds) he was arrested and imprisoned for credit card fraud. He found it surprising in his latter years that he was bombarded by letters from American Express and other credit card companies offering him gold cards immediately, no questions asked.

Malcolm is in my mind because, last weekend, the Independent on Sunday listed its Top Ten Tips for comedy shows at the Fringe this year. Number One was Aaaaaaaargh! Malcolm Hardee Documentary Preview. It’s possibly the first ever time a film, as opposed to a live performance, has been recommended by a national newspaper as the best comedy event to see at the Fringe.

It’s definitely an event rather than a film, as it involves the screening of a 32-minute documentary The Tunnel (about the notorious comedy club which Malcolm ran), plus the trailer for a longer documentary currently in production: Malcolm Hardee: All The Way From Over There plus a trailer for that longer film. There is a trailer for The Tunnel short itself on YouTube here.

Ah! 21st Century Comedy!